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Chapter 07 Delivering Bad News Messages

MULTICHOICE

1. ​Which of the following is true of face-to-face delivery of bad news?

(A) ​It carries no discomfort.

(B) ​It decreases the potential for escalation of emotion.

(C) ​It enables immediate feedback.

(D) ​It does not signal the importance of the news.

Answer : (C)

2. In the context of delivering bad-news messages, _____ carries a level of discomfort and the
potential for escalation of emotion.​

(A) ​email communication

(B) ​instant messaging

(C) ​text messaging

(D) ​personal delivery

Answer : (D)

3. Which of the following is a similarity between conveying bad news electronically and personally?​

(A) ​Both prevent the misinterpretation of messages.

(B) ​Both enable immediate feedback.

(C) ​Both require empathy and tact.

(D) ​Both reduce the potential for escalation of emotion.

Answer : (C)

4. When delivering bad news, if a refusal appears in the first sentence of a message, _____.​

(A) ​the message is easily accepted

(B) ​the supporting details need not be presented

(C) the receiver's reaction is likely to be negative​

(D) ​the reader tends to concentrate on understanding the supporting details

Answer : (C)

5. In the context of writing a bad-news message using the inductive outline, which of the following
immediately precedes the step that presents facts, analysis, and reasons for refusal or bad news?​

(A) ​The step that includes a counterproposal

(B) ​The step that states the bad news using positive tone

(C) ​The step that puts forward a neutral idea

(D) ​The step that indicates a continuing relationship with the receiver

Answer : (C)

6. Using the inductive sequence in a bad-news message:​

(A) ​presents the main idea directly at the beginning.

(B) ​saves the reader's time by stating the refusal before providing reasons.

(C) ​does not require any explanation.

(D) ​de-emphasizes the refusal by closing on a neutral or pleasant note.

Answer : (D)

7. In a bad-news message, placing the refusal in the first sentence can be justified if the message:​

(A) ​addresses a significant matter.

(B) ​is intended to demonstrate the sender's authority.

(C) ​is a response to legal and ethical requests.

(D) ​contains constructive criticism.

Answer : (B)

8. Gwen, a manager at Exude Apparels Inc., received a message from a customer requesting a
replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy.
Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the
customer submitted a second request. In this scenario, which of the following is an appropriate
response to the second request?​

(A) ​Ignoring the second request

(B) ​Using an indirect approach in the second response

(C) ​Using the deductive outline in the second response

(D) ​Resending the first response

Answer : (C)

9. The introductory paragraph in a bad-news message should:​

(A) state the bad news directly.​

(B) ​provide a buffer to cushion the bad news.

(C) ​lead the audience to expect good news.

(D) ​use the deductive approach.

Answer : (B)

10. _____ can be incorporated into the beginning paragraph of a bad-news message to make it
effective.​

(A) ​Consensus

(B) ​Feedback

(C) ​Jargon

(D) ​Resale

Answer : (D)

11. Which of the following is an idea that you can incorporate into an effective beginning paragraph
in a bad-news message?​

(A) ​When there is positive and negative information to be conveyed, state the negative news first.

(B) ​Introduce the refusal of a current request by referring to the initial transaction.

(C) ​Begin the refusal with a statement that leads the audience to expect good news.

(D) ​Always present the main idea in the first statement of the message.

Answer : (B)

12. Which of the following guidelines should you follow when developing the reasons section in a
bad-news message?​

(A) ​Use the deductive approach.

(B) ​Conceal the reasons behind the refusal of a request.

(C) ​Conceal the reasons behind the refusal of a request.

(D) ​Read the section aloud to identify flaws in logic.

Answer : (D)

13. Which of the following is true of the reasons section of a bad-news message?​

(A) ​It should be written using the deductive approach.

(B) ​It should always be presented in the closing paragraph.

(C) ​It should include "company policy" as one of the reasons.

(D) ​It should emphasize how the audience will benefit from a decision.

Answer : (D)

14. Which of the following is an example of a good practice when developing a bad-news message?​

(A) ​Dan, a manager at Oak Inc., avoids providing reasons to support the refusal in his bad-news
message.

(B) ​Aaron, a manager at Calibon Inc., avoids using "company policy" as a reason in his bad-news
message.

(C) ​Meena, a manager at WillWare Inc., avoids emphasizing how her audience will benefit from a
decision.

(D) ​Rachel, a manager at TechnoGram Inc., avoids using the inductive approach when developing a
bad-news message.

Answer : (B)

15. Which of the following guidelines should be followed while writing a bad-news statement?​

(A) A bad-news statement should be included in the opening paragraph.​

(B) ​A bad-news statement should not subordinate the refusal.

(C) ​A bad-news statement should always be presented indirectly.

(D) ​A bad-news statement should be written using passive voice.

Answer : (D)

16. Using _____ helps subordinate the refusal in a bad-news message.​

(A) the active voice​

(B) ​specific terms

(C) ​the deductive sequence

(D) ​abstract nouns

Answer : (D)

17. Which of the following is true of a counterproposal?​

(A) ​It increases the need to state the refusal directly.

(B) ​It always represents a tangible benefit.

(C) ​It helps preserve a relationship with the receiver.

(D) ​It always precedes the refusal.

Answer : (C)

18. ​Steve, a recruiter at Aragon Inc., interviews Eric, an engineering graduate. After the interview,
Steve writes a message to Eric stating that he has not been selected. In the message, he also
suggests that Eric apply for other suitable openings at Aragon. The suggestion made by Steve is an
example of a(n) _____.

(A) ​counterproposal

(B) ​review

(C) ​agenda

(D) ​criticism

Answer : (A)

19. In the context of bad-news messages, a(n) _____ might eliminate the need to state the refusal
directly because it states what can be done.​

(A) ​counterproposal

(B) ​review

(C) ​agenda

(D) ​criticism

Answer : (A)

20. Which of the following should be avoided when writing the closing paragraph of a bad-news
message?​

(A) ​Statements that encourage future controversy

(B) ​Statements that offer a counterproposal

(C) ​Statements that include a forward-looking idea

(D) ​Statements that restate an idea stated previously

Answer : (A)

21. The closing sentence of a bad-news message should:​

(A) ​restate the main idea.

(B) ​avoid a counterproposal.

(C) ​be longer than the preceding paragraphs.

(D) ​add a unifying quality to the message.

Answer : (D)

22. Which of the following can make the closing paragraph of a bad-news pleasant?​

(A) ​Restating the refusal

(B) ​Including a decision that merits an apology

(C) ​Including a forward-looking idea

(D) ​Encouraging future controversy

Answer : (C)

23. When refusing a request, a writer should:​

(A) ​use the inductive approach.

(B) ​provide a vague reason to minimize disappointment.

(C) ​use the deductive outline.

(D) ​state the refusal before providing reasons.

Answer : (A)

24. Melody, a manager at Wisbane Inc., received a message from an employee requesting a change
in the work timings. However, she had been instructed by her superiors that the company work
timings must be strictly followed without any alteration. Which of the following guidelines should
Melody follow when composing the message denying the employee's request?​

(A) She should present the reasons subjectively to the employee.​

(B) ​She should voice the refusal without an explanation.

(C) ​She should state the refusal before providing reasons.

(D) ​She should give reasons that will seem logical to the employee.

Answer : (D)

25. Ashton, a manager at Millington Technologies Inc., receives a message from a customer
claiming free service for a laptop whose warranty has expired. Which of the following guidelines
should Ashton follow when composing the message denying the customer's claim?​

(A) ​He should avoid closing the message with resale or sales promotional material.

(B) ​He should avoid providing an explanation for the refusal.

(C) ​He should avoid stressing the actions that should have been taken to avoid the problem.

(D) ​He should avoid offering possible alternatives to resolve the problem.

Answer : (C)

26. In the context of denying credit requests, the _____ requires that a credit applicant be notified of
the credit decision within 30 calendar days following application.​

(A) ​Consumer Credit Protection Act

(B) ​Fair Credit Reporting Act

(C) ​Accurate Credit Transactions Act

(D) ​Equal Credit Opportunity Act

Answer : (D)

27. Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly
hired employee. He notices many grammatical errors in Bruno's articles and decides to write a
feedback message to Bruno. Which of the following guidelines should Mark follow when composing
the message?​

(A) ​He should include specific, verifiable facts.

(B) ​He should convey intent to get even.

(C) ​He should not maintain neutrality.

(D) ​He should use evaluative words that present opinions.

Answer : (A)
28. Which of the following is true of negative organizational news?​

(A) ​Employees do not want to know about situations adversely affecting their organization.

(B) Effective managers recognize that employee morale and public goodwill are easy to repair even
after they are damaged.​

(C) ​Employees who are aware of their organization's potential problems feel disconnected from the
organization.

(D) ​Managers who can relay negative information in a sensitive, honest, and timely way can calm
fears.

Answer : (D)

29. Which of the following is a difference between a printed memo and an email?​

(A) ​An email is a more effective channel than a printed memo for communicating official information.

(B) ​A printed memo is used for internal communication, whereas an email is used for external
communication.

(C) ​An email is a more formal communication channel than a printed memo.

(D) ​A printed memo is more effective than an email for communicating sensitive information.

Answer : (D)

30. Which of the following is true of a crisis situation in an organization?​

(A) ​While responding to a crisis, a common message should be communicated to both internal and
external audiences.

(B) ​An accident crisis includes accidents or harm caused by human error as well as organizational
misdeeds.

(C) ​An organization can respond to a crisis situation by accurately predicting the crisis in advance.

(D) ​The type of crisis should be identified in order to better develop communication messages.

Answer : (D)

31. In a(n) _____, the event is considered purposeful and includes accidents or harm caused by
human error as well as organizational misdeeds such as fraud.​

(A) ​preventable crisis

(B) ​accidental crisis

(C) ​victim crisis

(D) ​casualty crisis

Answer : (A)

TRUEFALSE

32. An organization's ability to handle difficult situations with tact and empathy powerfully
influences the perceptions of employees.

(A) True

(B) False

Answer : (A)

33. Face-to-face delivery of bad news increases the probability of misinterpretation of the news.

(A) True

(B) False

Answer : (B)

34. If bad news is presented in the first sentence of a message, the reaction is likely to be positive.

(A) True

(B) False

Answer : (B)

35. Placing a refusal in the first sentence of a message can be justified if the message is the second
response to a repeated request.

(A) True

(B) False

Answer : (B)

36. When a message contains a request that must be refused and another that is being answered
favorably, the refusal must always be stated first.

(A) True

(B) False

Answer : (B)
37. An expression of gratitude could be used as a positive beginning to a bad-news message.

(A) True

(B) False

Answer : (A)

38. The statement preceding a refusal in the introductory paragraph of a bad-news message should
imply that an affirmative decision will follow.

(A) True

(B) False

Answer : (B)

39. The reasons section of a bad-news message need not emphasize how the audience will benefit
from a decision.

(A) True

(B) False

Answer : (B)

40. The best reason for a refusal is "company policy" because it requires no further explanation.

(A) True

(B) False

Answer : (B)

41. Using the deductive outline helps subordinate the refusal in a bad-news message so that the
reasons get the deserved emphasis.

(A) True

(B) False

Answer : (B)

42. Offering a counterproposal in a bad-news message can assist in preserving future relationships
with the audience.

(A) True

(B) False
Answer : (A)

43. The closing paragraph in a bad-news message must restate the refusal.

(A) True

(B) False

Answer : (B)

44. Sales promotional material must never be included in a bad-news message.

(A) True

(B) False

Answer : (B)

45. It is a good idea to use the deductive approach for refusing requests for a favor, an action, or
even a donation.

(A) True

(B) False

Answer : (B)

46. Refusing employees' requests requires sensitivity and complete, honest explanations.

(A) True

(B) False

Answer : (B)

47. Claim refusals are not necessary when a warranty does not apply or has expired or a customer
has misused a product.

(A) True

(B) False

Answer : (B)

48. Credit refusals cannot serve as order acknowledgments when requests for credit are
accompanied with an order.

(A) True
(B) False

Answer : (B)

49. The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit
decision within 10 calendar days following application.

(A) True

(B) False

Answer : (B)

50. In the decision to communicate about negatives, the primary consideration is intent.

(A) True

(B) False

Answer : (A)

51. Effective managers recognize that employee morale and public goodwill are easy to repair even
after they are damaged.

(A) True

(B) False

Answer : (B)

52. When delivering negative organizational news, convey the bad news as late as possible.

(A) True

(B) False

Answer : (B)

53. When delivering negative organizational news, it is necessary to be candid about what is
happening, why, and its effect on employees, customers, and the public.

(A) True

(B) False

Answer : (A)

54. Email is the most effective channel for communicating negative organizational news.
(A) True

(B) False

Answer : (B)

55. In a victim crisis, an organization is viewed as a victim of an event.

(A) True

(B) False

Answer : (B)

56. Read the refusal message to Kylie Sanders who has requested new laptops for her department
so that employees can work from home and travel with ease. Then answer the corresponding
question about the message.​To: Kylie Sanders <ksanders@email.job.net>
From: Satya Kashtelyan <sk@email.job.net>
Subject: Employee Laptop Initiative
​
Hi Kylie,
Even though my employees are interested in being more productive, there is no way that we will be
able to fund an employee laptop initiative. Such an initiative would not work for a number of
reasons, including budgeting and technology training.
A laptop initiative would be an expensive endeavor. With each laptop costing approximately $2,000
for each of our 56 employees, the costs would exceed $100,000. In addition to the cost of the
laptops, employees would need technology training.
In order to properly train employees, we would need to provide optional training workshops. These
workshops incur additional direct costs as well as indirect costs in areas such as lost productivity.
Given the 10 percent loss of revenue we faced last quarter, these expenses would be difficult to
cover.
While we are not currently in a position to implement the laptop initiative request, your request is
forward-thinking and noteworthy. Once the company finds itself on more secure financial grounds, I
would be happy to reconsider the initiative. Meanwhile, we have several laptop computers that
employees may check out for telecommuting and travel.
Kylie, employees like you make us all proud. Even though your request was a little outrageous and
the timing was off, it is the thought that counts. Keep up the good work.
​
Best,
Satya
True or False: In the original bad-news statement, Satya focuses on the refusal rather than the
merits of the request.

(A) True

(B) False

Answer : (B)
SHORTANSWER

57. Choosing an Appropriate Channel and Organizational Pattern

​
Delivering bad news effectively takes time and practice. Skilled communicators deliver bad news in
a way that allows the recipient to support the decision and to continue a positive and professional
relationship. Choose the appropriate channel, approach, and language to help you deliver bad news
successfully.

The channel you choose to deliver a bad-news message impacts how the message is received and
accepted. Email is an _________ channel choice for some bad-news messages.​A. unwarranted
B. appropriate
C. inappropriate
Answer : appropriate

58. Delivering Constructive Criticism​

​
Delivering constructive criticism is not always easy or pleasant; however, it is often your
professional responsibility to do so. Your efforts may benefit all parties involved-customers,
employees, and businesses alike. Understanding how to give constructive criticism will help you
avoid the associated risks.

Before delivering constructive criticism, you should consider the associated risks. Providing
constructive criticism can be problematic for you because your efforts may be _________.​A. taken too
seriously
B. slowly undermined
C. perceived negatively
Answer : perceived negatively

59. Communicating Negative Organizational News​

​
Customers, business partners, and employees all expect honest communication about difficult
situations. Delivering negative organizational news, including responding to crisis situations, is a
skill managers must develop in order to succeed. Employees and the public expect honest answers
from management.

Strong organizations build trust and community among their employees. Communication _________
can have a positive effect on an organization's culture and community.​A. transparency
B. deception
C. breaches
Answer : transparency

ESSAY

60. Explain the advantages and disadvantages of delivering bad news personally and electronically.

Graders Info :
Personal delivery has been the preferred medium for delivering bad news because it signals the
importance of the news and shows empathy for the recipient. Face-to-face delivery also provides the
benefit of nonverbal communication and immediate feedback, which minimizes the misinterpretation
of these highly sensitive messages. Personal delivery, however, carries a level of discomfort and the
potential for escalation of emotion. A voice on the telephone triggers the same discomfort as a face-
to-face meeting, and the increased difficulty of interpreting the intensity of nonverbal cues over the
telephone only adds to the natural discomfort associated with delivering negative information.
You must be cautious when you deliver bad news electronically, whether by email or electronic
postings. While you might feel more comfortable avoiding the discomfort of facing the recipient, the
impersonal nature of the computer might lead to careless writing that is tactless and lacking in
empathy, and perhaps even defamatory.

61. Describe the components of the inductive outline used in writing bad-news messages.

Graders Info :

The components of the inductive outline are the following:

a. Opening: It begins with a neutral idea that leads to the refusal or bad news.
b. Body: It presents facts, analysis, and reasons for the refusal or bad news. It states the bad news
using a positive tone and de-emphasis techniques. It includes a counterproposal or "silver lining"
idea when possible or appropriate.
c. Closing: It closes with ideas that shift the focus away from the refusal or bad news and indicates
continuing relationship with the receiver.

62. Discuss the circumstances under which the inductive approach to writing a bad-news message
can be disregarded.

Graders Info :

Normally, a writer's purpose is to convey a clear message and retain the recipient's goodwill; thus,
the inductive outline is appropriate. In the rare circumstances in which a choice must be made
between clarity and goodwill, clarity is the better choice. When the deductive approach will serve a
communicator's purpose better, it should be used.
Placing a refusal in the first sentence can be justified when one or more of the following
circumstances exist:
a. The message is the second response to a repeated request.
b. A very small, insignificant matter is involved.
c. The request is obviously ridiculous, immoral, unethical, illegal, or dangerous.
d. The sender's intent is to "shake" the receiver.
e. The sender-recipient relationship is so close and longstanding that satisfactory human relations
can be taken for granted.
f. The sender wants to demonstrate authority.

63. List the guidelines that you should follow when developing the reasons section of a bad-news
message.
Graders Info :

If a message is based on a sound decision, and if it has been well written, recipients will understand
and accept the reasons and the forthcoming refusal statement as valid.
To accomplish this goal, begin with a well-written first paragraph that transitions the reader
smoothly into the reasons section. Then develop the reasons section following these guidelines:
a. Provide a smooth transition from the opening paragraph to the explanation. The buffer should
help set the stage for a logical movement into the discussion of the reasons.
b. Include a concise discussion of one or more reasons that are logical to the reader. Read the
section aloud to identify flaws in logic or the need for additional explanation.
c. Show audience benefit and/or consideration. Emphasize how your audience will benefit from the
decision.
d. Avoid using "company policy" as the reason. Disclose the reason behind the policy, which likely
will include benefits to the reader.

64. Describe the different techniques that you can use to subordinate the refusal in a bad-news
message.

Graders Info :

The following techniques can be used to subordinate the refusal in a bad-news message so that the
reasons get the deserved emphasis:
a. Position the bad-news statement strategically. Using the inductive outline positions the bad-news
statement in a less important position-sandwiched between an opening buffer statement and a
positive closing. Additionally, the refusal statement should be included in the same paragraph as the
reasons, since placing it in a paragraph by itself would give too much emphasis to the bad news.
When the preceding explanation is tactful and relevant, resentment over the bad news is minimized.
Position the bad-news statement in the dependent clause of a complex sentence to cushion the bad
news. This technique places the bad news in a less visible, less emphatic position.
b. Use passive voice, general terms, and abstract nouns.
c. Use positive language to accentuate the positive. Simply focus on the good instead of the bad, the
pleasant instead of the unpleasant, or what can be done instead of what cannot be done. Compared
with a negative idea presented in negative terms, a negative idea presented in positive terms is more
likely to be accepted.
d. Imply the refusal when the audience can understand the message without a definite statement of
the bad news. By implying the "No" answer, the response has the following positive characteristics:
(i) it uses positive language, (ii) it conveys reasons or at least a positive attitude, and (iii) it seems
more respectful.

65. Explain how a counterproposal can be used to preserve a relationship with the reader when
denying a request or when delivering bad news.

Graders Info :

Following negative news with an alternative action, referred to as a counterproposal, will assist in
preserving a relationship with the reader. Because it states what you can do, including a
counterproposal might eliminate the need to state the refusal directly. The counterproposal can
follow a refusal stated in a tactful, sensitive manner.
While the counterproposal might represent a tangible benefit, at times it is more intangible in
nature. Any counterproposal must, of course, be reasonable. A reasonable counterproposal might be
to include some additional items at no charge or to offer a discount certificate good on the
customer's next order.
When no reasonable counterproposal is apparent, the sender might be able to offer a silver lining
thought that turns the discussion back into the positive direction. When offering a counterproposal
or silver lining statement, care must be taken to ensure that the idea does not seem superficial or
minimize the recipient's situation.

66. Indicate the ways in which a bad-news message can be ended on a positive note.

Graders Info :

The closing paragraph of a bad-news message should demonstrate empathy without further
reference to the bad news. A pleasant closing paragraph should close with an empathetic tone and
achieve the following goals:
a. De-emphasize the unpleasant part of the message. End on a positive note that takes the emphasis
away from the bad news previously presented. A statement of refusal (or bad news) in the last
sentence or paragraph would place too much emphasis on it. Preferably, reasons (instead of bad
news) should remain uppermost in the audience's mind. When no reasonable counterproposal is
apparent, the sender might be able to offer a silver lining thought that turns the discussion back into
the positive direction.
b. Add a unifying quality to the message. Make your final sentence an appropriate closing that
brings a unifying quality to the whole message. Repetition of a word or reference to some positive
idea that appears early in the message serves this purpose well. Avoid restatement of the refusal or
direct reference to it.
c. Include a positive, forward-looking idea. This idea might include a reference to some pleasant
aspect of the preceding discussion or a future aspect of the business relationship, resale or sales
promotion, or an offer to help in some way.

67. Describe the format for writing a message to deny a claim.

Graders Info :

The inductive approach is helpful in communicating disappointing news to customers. Presenting the
explanation for the refusal first leads customers through the reasoning behind the decision and
helps them understand the claim is unjustified by the time the refusal is presented. Tone is
especially important when denying claims. Present the reasons objectively and positively without
casting blame or judgment on the customer for the problem. Avoid lecturing a customer on the
actions he or she should have taken to have avoided the problem. Finally, close the message with
resale or sales promotional material that indicates you expect future business. Although
disappointed with your decision, customers continue doing business with companies who make fair,
objective decisions and communicate the reasons for those decisions in a positive, respectful
manner.

68. Describe the features of an effective claim denial.

Graders Info :

An effective claim denial has the following features:a. It avoids corrective language that might insult,
belittle, or offend.
b. It uses a subject line that identifies subject without revealing the refusal.
c. It uses resale to cushion bad news and lead into an explanation.
d. It presents a clear explanation of reasons behind policy with emphasis on ways the reader
benefits.
e. It implies refusal by stating the amount credited to account.
f. It shifts emphasis away from the refusal by presenting silver lining sales promotion for the next
season's merchandise.
g. It specifies enclosure to emphasize the importance of exact items.

69. Describe the legal implications involved in denying credit.

Graders Info :

Because of the legal implications involved in denying credit, legal counsel should review your credit
denial messages to ensure that they comply with laws related to fair credit practices. The Equal
Credit Opportunity Act (ECOA) requires that a credit applicant be notified of the credit decision
within 30 calendar days following application. Applicants who are denied credit must be informed of
the reasons for the refusal. If the decision was based on information obtained from a consumer
reporting agency (as opposed to financial statements or other information provided by the
applicant), the credit denial must include the name, address, and telephone number of the agency. It
must also remind applicants that the Fair Credit Reporting Act provides them the right to know the
nature of the information in their credit file. In addition, credit denials must include a standard
statement that the ECOA prohibits creditors from discriminating against credit applicants on the
basis of a number of protected characteristics, such as race, color, religion, national origin, sex,
marital status, and age.
To avoid litigation, some companies choose to omit the explanation from the credit denial letter and
invite the applicant to call or come in to discuss the reasons. Alternately, they might suggest that the
audience obtain further information from the credit reporting agency whose name, address, and
telephone number are provided.

70. Describe how constructive criticism must be delivered.

Graders Info :

Although not always easy or pleasant, communicating about negatives can be thought of as a social
responsibility. For example, a person who returns from a long stay at a major hotel might, upon
returning home, write a letter or email message to the management commending certain employees.
If the stay was not pleasant and weaknesses in hotel operation were detected, a tactful message
pointing out the negatives would probably be appreciated. Future guests could benefit from the
effort of that one person.
Before communicating about the problem, an individual should recognize the following risks: being
stereotyped as a complainer, being associated with negative thoughts and perceived in negative
terms, and appearing to challenge management's decisions concerning hotel operations. Yet such
risks might be worth taking because of the benefits:
a. The communicator gets a feeling of having exercised a responsibility.
b. Management learns of changes that need to be made.
c. The hotel staff about whom the message is written modifies techniques and is thus more
successful.
d. Other guests will have more enjoyable stays in the hotel.
In the decision to communicate about negatives, the primary consideration is intent. If the intent is
to hurt or to get even, the message should not be sent. To avoid litigation charges and to respond
ethically, include only specific facts you can verify, and avoid evaluative words that present opinions
about a person's character or ability.

71. Summarize the guidelines for breaking bad news to employees and the public.

Graders Info :

The following suggestions provide guidance in breaking bad news to employees and the public:
a. Convey the bad news as soon as possible. Timeliness will minimize damage caused by rumors and
will give employees the concern and respect they deserve.
b. Give a complete, rational explanation of the problem. Be candid about what is happening, why,
and its effect on employees, customers, and the public. Provide enough detail to establish your
credibility and provide context so your audience can understand the situation. Stressing positive
aspects will provide needed balance and avoid sugarcoating or minimizing the severity of the news
to the point that the message is misunderstood.
c. Show empathy. There is really no good way to break bad news, such as the announcement of
layoffs or closures, to employees. The economic downturn and job insecurity has resulted in
increased stress for many employees, which raises the potential for workplace aggression. However,
methods that reflect respect and proper timing reduce the likelihood of an emotional boil over.
d. Respond to the feelings. Allow people adequate time to react to the bad news. Listen attentively
for understanding and then address the concerns, issues, and potential problems presented.
e. Follow-up. Let people know what will happen next-what is expected of employees or customers,
and what the company will do and when. Plan to repeat your explanations and assurances that you
are available to respond to concerns in several communications that extend over a given time.

72. SCENARIO-BASED QUESTIONS

Conference Hotel Changes​

You manage a large hotel that is used by organizations and businesses for meetings and
conferences. A recent storm has damaged part of your hotel, which means that you have fewer
rooms available for meetings. You now have nearly 20 percent fewer guest rooms for conference
participants and four less meeting rooms for smaller sessions. You estimate that room repairs will
take nearly a month, but the Association of Intercultural Studies is scheduled to arrive for a three-
day conference in two weeks and has booked all the rooms. Now there are not enough rooms for the
conference.
​
Required: As manager of the hotel, write a letter to the meeting manager for the association. Tell the
manager the bad news regarding the damage to the rooms and provide an alternative of using rooms
at a nearby hotel.
Graders Info :

Write the letter inductively, beginning with a buffer that leads to the reasons for the bad news.Use a
buffer paragraph to introduce the idea that you are looking forward to the arrival of conference
attendees in two weeks. Remind the meeting manager that your hotel has an excellent reputation for
quality service and an experienced staff to handle large conferences.
Present the facts about the recent storm and how it affected the local area.
Present the bad news of the damage to the hotel, but emphasize the large number of rooms still
available for the meeting. Reassure the meeting manager that your staff is prepared to handle
changes and that you have already made alternative arrangements.
Explain that a nearby hotel will accommodate the overflow of guests and meetings. Your hotel will
provide a free shuttle and reduced room rates for all attendees.
Close with a positive idea that the conference will be a success and that attendees will enjoy their
stay at your reputable hotel.
​
A proposed solution follows:
​
Dear Ms. Chastain:
​
It has been over a year since you contracted our hotel for the annual conference of the Association of
Intercultural Studies. In two weeks, your conference participants will arrive and will have the
opportunity to enjoy our wonderful cuisine, pool and spa, and luxurious accommodations. You have
made a great choice in hotels. As you know, we are one of the most highly rated hotels in the city for
providing conference facilities.
​
We are particularly known for working closely with meeting and event planners to ensure that
everything runs smoothly for conferences. Our staff is highly skilled, creative, and can quickly adapt
to the frequent changes that come with managing conferences. You now have the best hotel staff in
the city ready to make your three-day conference one of the best ever.
​
You may have heard about the storm that hit our city this week. We, like many other businesses,
suffered some damage to rooms. Thanks to our neighboring Hilton Hotel, we can make alternative
arrangements. 20 percent of the participants will be provided rooms in the equally luxurious Hilton
Hotel. Our discount rate will apply to these rooms. We have had to relocate four of the meeting room
conferences to the Hilton Hotel. The shuttle service will be available regularly to transport your
participants between the Hilton and our hotel and will run continually during these sessions.
​
We assure you that we are equipped and ready to provide all the services you may need. Call if you
have any questions about these changes. We eagerly await the arrival of the guests from the
Association of Intercultural Studies. I think they will love our hotel and enjoy the extra amenities of
the Hilton which will be available to everyone.
​
Sincerely,

73. SCENARIO-BASED QUESTIONS

​Improving On Constructive Criticism​

A new medical assistant, Janelle, was hired at an outpatient medical center. Her supervisor found an
Another random document with
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"If I can't get close upon a thousand pounds early in January, my dear—"

"Yes," she said.

The Colonel made a despairing movement with both hands. "Everything will go," he
said.

"But I don't quite understand. I thought a Colonel's pension was so good. Mrs.
Kirkpatrick once said—"

"Mrs. Kirkpatrick knows nothing about it. I've only brevet rank as Colonel."

"Then you were not 'Colonel' when you retired?"

"No."

"But still—" and a pause. "There are only us two. And you always have your pension to
count on."

An impatient jerk came in answer. "My dear, you don't know or understand anything
about the matter. What is the use of talk?" demanded the Colonel. "If I had the
command of my whole pension—but the fact is, I was in difficulties many years ago—
had to borrow heavy sums at a heavy rate of interest. It doesn't matter how or why.
You don't understand, of course. I have been closely run for years. And now this
thousand pounds has to be paid—or—of course, I've known it would have to be paid,
but one doesn't realise long before. I always hoped to lay by, and somehow—it hasn't
been possible."

"I wish I had known. I would have helped. We might have spent less in so many ways."

"Well, well—it can't be helped now. But mind you take warning. Don't you ever run into
debt, or—or put your name to bills."

"Won't the people that you owe the money to wait a little longer?"

The Colonel shook his head.

"Or—couldn't you—" Dorothea hesitated.

"I shall either have to borrow again, at a rate of interest that will pretty well deprive me
of the yearly pittance I have now,—or else let things go, and become bankrupt," he said
gloomily.

Dorothea did not feel herself competent to give advice on either of those dire
alternatives. She only said gently, after a pause—"But at least, ought we not to
economise?"

Another jerk came. "Economise as much as you like, my dear," he said, "only pray don't
expect me to live on cold mutton; for I can't do it."

"But—" Dorothea felt hopeless. How was she to know what was right?

"I can't and won't! That's flat," said the Colonel. Then, with a forlorn attempt to pull
himself together, "But there's a month yet! Something may happen. One never knows
what will turn up."
If the Colonel found comfort in such a vague calculation on chances, Dorothea did not.
She had better comfort; nevertheless, it was hard, as the days went by, not to feel
anxious. She had no one to confide in, and the future wore a burdened look.

Nothing would induce the Colonel to submit to simpler and less expensive meals. Yet
Dorothea could see in him a growing pain and oppression. Week by week the
threatened trouble weighed more heavily. Till within a few days of Christmas, he bore
up, walking, sleeping, eating, as usual; but then there was a change, sudden enough to
be marked, though Dorothea hardly knew how it began. The red of his complexion was
changing into a sickly grey; strength failed, when he would have gone fast and far; he
had no appetite, and complained bitterly of everything on table.

Did this mean coming illness? Dorothea watched with a sinking heart, unable to decide.
She had very little experience. All recollection of the Erskines was driven from her mind
for the time by these pressing troubles.
 CHAPTER XVI
DOLLY'S JOURNAL AGAIN

"CHRISTMAS EVE"

"AS I expected! Not one word more in my journal since that

long prelim-statement! I don't know what in the world I
have taken it out for now—only one must do something,
and I have nothing to do. And I feel so restless and stupid."

"What a state of spirits I was in when I wrote last in this

book!—all except the last few words. I'm not at all in spirits
now. Everything seems dull, and I am prosy and tame."

"Life does seem awfully made up of disappointments,

sometimes. I wasn't wrong there, at all events."

"For instance,—that afternoon at the Park, weeks and

weeks ago,—how I had been looking forward, and counting
the hours! Yet, when the time came, there was nothing but
disappointment all through. Nothing happened as I had
expected, though I suppose nobody was to blame. I've gone
over, scores of times since, all that I said and did, and all
that he said and did; and I never can make up my mind
what was really wrong, or how things happened as they did,
or whether I might have done differently."

"Only I wish—I wish—nobody would meddle and ask

questions, and put ideas into one's head. Poor old Issy! She
didn't mean any harm, of course; people never do! But if
only she had just not interfered!"
"Well, it can't be helped now. It couldn't be helped then.
Dear good stupid people, like Issy, do such a lot of harm,
meddling and trying to give advice; and all the time it is
meant so kindly, that I suppose one ought to be grateful.
Only—"

"Anyhow, nobody was likely that day to accuse me of—of

thinking too much about anybody in particular. I had plenty
of Mervyn, and I don't care for him one atom; and Edred
kept out of my way, and I only saw him once again for five
minutes, before he went to Scotland, and then we were like
two icicles."

"If only I didn't mind! If I could make myself not care! If I

could be as cool and indifferent as he is! But it is hard
sometimes, oh, so hard not to show! All the life seems to
have gone out of everything. Tennis had grown so dull—I
was glad when cold weather put a stop to it; and now,
skating is a trouble. The only thing I really feel inclined to
do is to curl myself up in the corner of the sofa, and—no,
not think! That's the worst of giving in. It means more time
for thinking."

"I suppose one gets used in time to anything, even to—But

I wish the days wouldn't drag and seem so awfully long.
And I wish Margot's eyes wouldn't look at me as they do.
And I wish I didn't always feel tired. And I wish I could stop
thinking, and go to sleep for a whole year. How silly it is to
have such a lot of impossible wishes!"

"Edred has not been to Craye once since October; and they
say he can't get away till after Christmas. If he could, what
difference would it make to me? He has that other girl in
London—Dorothea Tracy. Mervyn seems to think her nice,—
not very pretty, but rather uncommon. And I'm such a
commonplace little thing—not clever at all. So, no wonder
Edred likes her best. But—"

"I wonder if it is really the same Dorothea who was

Christened with me. The same time, the same font, the
same name, the same age!—and our two fathers such
friends,—and the two mothers wanting their two babies to
grow up friends! So Margot says. She only told me the story
lately. I did not know it before,—all about the friendship,
and the quarrel, and the Christmas card going to and fro."

"But, instead of being friends, Dorothea Tracy and I are

strangers. Perhaps something else, too. Perhaps—rivals!"

"She does not know that; and it is not her fault. I must not
let myself feel wrongly. Dorothea Tracy is not to blame. I
have to tell myself that very often, to keep down something
almost like anger. It is no fault of hers, if she is nicer than
me,—if Edred cares for her most."

"To-morrow is Christmas Day; so the card will come back

from her father—if her father really is my father's old friend.
There doesn't seem to be much doubt about that. Margot
says he always sends it punctually, so that it arrives on
Christmas morning; but I have always been a child till
lately, so I was not told about it."

"What an odd man the Colonel must be! Why doesn't he

write? Margot says he ought. She says Colonel Tracy was
really the one to blame; and as my father took the first
step, Colonel Tracy ought to take the second. If I were
Dorothea Tracy, I would try to make him. Perhaps she has
tried and has failed. After all, she is only my age, though
Mervyn says she looks older."

"Dec. 27th."
"Christmas Day is over, and the card which we all expected
has not come from Colonel Tracy. There were heaps of
cards, of course, for everybody, but that was not among
them."

"Father looks quite sad and worried. He must have been

very fond of this friend in old days. Margot says she can't
think why, because she knows the Colonel was not a
favourite with most people. He was counted overbearing
and ill-tempered, and fussy. But, somehow, my father and
he suited one another. The friendship began when they
were boys at school, and it went on when they were
subalterns in the same regiment. I think they were both
Captains when the quarrel came and divided them, but I am
not sure. I know my father was senior."

"Two such old friends, and comrades, and brothers-at-arms!

It does seem melancholy that they should have been
separated. Margot says the two wives—our mother and Mrs.
Tracy—did all they could to smooth matters. But it was no
use. Colonel Tracy had behaved so very badly to father, and
he never would say one word of apology."

"So for years and years they kept apart. Colonel Tracy
exchanged into another regiment, and my father quite lost
sight of him. It wasn't till after we came to live here that he
saw the death of Mrs. Tracy in the paper, and so learnt
Colonel Tracy's London address. That was close upon
Christmas; and he sent the card as a peace-offering. He
could not tell if the Colonel was willing to be friendly again;
and of course the first move ought really to have been
Colonel Tracy's; but still, he put that aside, and did what he
could. So like the dear father, I think he wrote just a word
inside the envelope about 'remembrance' and 'sympathy.'
"No answer came at all; and Margot says he was very much
hurt and disappointed. But when a whole year had gone by,
and Christmas Day came round again, the very same card
arrived by the morning post, addressed to father in Colonel
Tracy's handwriting."

"It was an odd way of meeting his kindness, I think; but

Margot says my father took it kindly. He wasn't offended,
but said he would keep the card, and send it again next
year. So he did; and the next year after it was returned."

"That has gone on ever since, year after year. Colonel Tracy
sent some address once which would always find him—his
banker, Margot believes—and there hasn't been a word said
besides. Only the card coming and going."

"This year it has failed for the first time, and father looks so
mournful. Margot is sure he feels very much disappointed.
She says he has always hoped that in the end the quarrel
would somehow be made up; and now things look as if
Colonel Tracy didn't care for the old friendship."

"Dec. 31st."

"It is all explained. Colonel Tracy is in trouble, and he has

been ill for some days; so the card was forgotten. I do think
dear father is the very best of men!"

"We were in the morning-room before lunch, when father

came hurrying through the glass door, in a great state of
excitement. I don't know when I have seen him so excited.
He was holding up a card in one hand and a letter in the
other; and he talked so fast, that none of us could make out
at first what it was all about."
"Mother said in her gentle way, 'My dear, sit down and tell
us quietly;' and my father sat down as she told him. Then
he laughed, and very nearly cried too. Mother patted his
hand, and I crept on his knee. I haven't quite left that off
yet."

"'Well, Dolly! Well, Dolly!' he said in a husky voice, 'What do

you think? I've got the card. Yes, the old card, mother,—the
old card, girls! But something else besides. I've got a letter;
guess who from?' But he was too impatient to wait. 'From
this child's namesake,' he said before anybody could make
a guess."

"'Dorothea Tracy!' exclaimed Issy."

"'Dorothea Tracy, herself. As nice a letter as ever you read.

Poor Tracy is ill,—knocked down by money troubles. And
that child all alone with him,—not a soul to help! Think,
mother, if it were our Dolly!'"

"He showed me the card,—a queer old-fashioned blue thing,

with a hideous bird sprawling across it. But if it had been
the most perfect specimen of high art ever seen, my father
couldn't have been more delighted. He tried to read
Dorothea's letter aloud, and broke down over the first six
lines; so then he gave it over to mother to read, and took to
hugging me instead. And we all listened."

"It is a very simple and girlish sort of letter,—touching, my

father said, but perhaps I am hard, for it didn't touch me. I
kept thinking—But never mind about my thoughts."

"The letter began by saying that Colonel Tracy had been ill
all the week; so ill that the Christmas card was forgotten.
Dorothea had to go to his desk for something, and she
came across an envelope with my father's name outside. So
then, she says, she 'remembered'; and she thought she had
better send it straight off, without asking her father, as the
doctor wished him not to be excited."

"Next came a few words about having heard of the old

friendship; and the sentence after I think I can write down
from memory: 'Perhaps I shall not be wrong to tell you that
the cause of my father's illness is money anxiety. I do not
understand all about it; but I know that he is in debt for
over nine hundred pounds, and he does not know how to
meet it. I would not say this if you were not such a very old
friend of his. I think he could not mind. We shall have to
leave London soon; and I do not know yet where we shall
go.' Then there was something more about how sorry she
was that the card had not been sent earlier, and then,—'I
have heard something about you all, not only from my
father, but from Mr. Claughton and his brother.'"

"'There!' father said, while I was wondering whether she

meant Mervyn or Edred by Mr. Claughton,' for she has seen
them both. 'There! What do you all think of that?'"

"'Poor things! What is to be done?' mother asked."

"'I'll tell you what I should like to do,' my father said slowly,
—not in a hurry now. He sat bolt upright, and looked round
at each of us. 'I'll tell you what I have it in my mind to do. I
should like to send Tracy a cheque for one thousand
pounds, to put him straight.'"

"Mother didn't speak at once. She seemed to be thinking in

her quiet way. Isabel opened her eyes very wide, with a sort
of astonished look, and Margot smiled. I don't know how I
felt. I tried to keep from thinking anything—except how
dear and beautiful it was of my father!"

"'Well?' he said."
"'Can you afford it, my dear?' asked mother."

"'Yes—I can afford it. I can do it. But it's a big sum, and I
don't say it will be no loss. It won't mean a serious
diminution of income, but it will mean somewhere about
forty pounds a year less for all of us now, and for the girls
by-and-by. I haven't a thousand pounds of loose money
lying at my banker's. If I do this—for the sake of old days—
it must be with your consent, mother, and the girls' too.'"

"'I am willing,' Margot said."

"'Father gave her such a look. I shouldn't think she would

ever forget it. I wished I had been the first to speak.'"

"'And so am I,' Issy added."

"'My dear, you are much the best judge,' mother said. 'I
always leave money affairs in your hands. Colonel Tracy
does not deserve it, but if you are inclined—'"

"'And Dolly?'"

"I won't say it was not a struggle. It ought not to have

been, of course. I ought to have been glad for Dorothea
Tracy, and not to have thought about myself. Only it
seemed as if she were to have so much. I didn't grudge her
the money for a moment, but I did feel as if I could not be
interested or glad."

"Then my father turned to me with those two words—'And

Dolly?' And they were all waiting for my answer. And it
came over me, in a moment, how ready father was to make
the peace, even if it cost him something, and how one word
from me might hinder the peace-making."
"'I think it would be worth more than a thousand pounds to
end a quarrel between such old old friends,' I found myself
saying."

"Father put his arm round me, and gave me a kiss."

"'Thanks, Dolly, and thanks to you all,' he said. 'I'll see

about it at once. If my letter is met as I hope it will be, we'll
see about getting Tracy and his daughter down here for a
change.'"

"Should I like that?"

"I have written all this down, while it is fresh in my mind,

because I want to remember how it came about, and how
nobly my father has acted. But—to have Colonel and Miss
Tracy down at Woodlands—"

"What does it matter about my liking? There's no surer sign

of a spoilt child than always thinking whether one 'likes' or
'dislikes' what is going to happen. I have only woke up to
that fact lately. And I do think it is time I should buckle to,
and try to be different,—try to think more of other people's
likings, and less of my own. It's plain enough, one can't
always have one's own way in life."
 CHAPTER XVII
A FRIEND IN NEED

COLONEL TRACY ill was altogether another man from

Colonel Tracy well. His brusquerie and independence were
nowhere. His military carriage vanished with the rust-red of
his complexion. He had grown pale and yellowish, limp and
languid. He could not bear to be left alone, depended
meekly on Dorothea's judgment, and went in with
praiseworthy submission for any amount of semi-liquid
invalid messes.

Nobody would have expected so vigorous a man to be so

soon pulled down; but people are always doing what would
not be expected of them. When, on the third day of the new
year, Colonel Tracy tottered across from his bedroom to the
drawing-room, and dropped feebly into an arm-chair, he
might have been ill for months.

"Nervous, partly—of course," the doctor had remarked that

morning to Dorothea. "Don't encourage him to think too
much about himself."

But that was the difficulty. Colonel Tracy wanted to talk

about himself and his symptoms all day long. He expected
an inordinate amount of sympathy. If Dorothea gave the
sympathy, he talked about himself continuously. If she did
not, he waxed cross.

There was no mention of money affairs between them.

Dorothea knew well that such mention could not be long
delayed; but for the moment delay was necessary. The
Colonel, if not so ill as he counted himself, was too ill to be
worried. Dorothea had to bide her time.

She was a little disappointed that no quick answer had

come from Colonel Erskine. The mention of her father's
trouble and consequent break-down would surely, she had
thought, bring a few words of sympathy. Dorothea had built
upon this expectation, hoping thus to bring together again
the old long-parted comrades. But apparently Colonel
Erskine meant to wait a year, as usual, before sending back
the card. Dorothea felt that she would not have done so in
his place, and she allowed herself to judge him somewhat
hardly for the same, thereby laying up a little store of fuel
for future remorse.

"What o'clock is it, my dear?" Colonel Tracy asked in a sunk

piping voice, not absolutely needful under the
circumstances.

"Nearly time for lights," Dorothea answered cheerfully. "I

can't see my watch, I am afraid. What a dull afternoon! I
shall be glad when the curtains are drawn."

Colonel Tracy sighed lugubriously.

"Isn't it nice that you are able to come in here again? I hope
you will soon be able to have a short walk."

"My dear, I have no strength,—none whatever."

"Living on beef-tea and gruel makes anybody feel rather

weak, I suppose. Mrs. Stirring says so. You will be able to
try a little piece of chicken to-morrow."

"Mrs. Stirring's bread sauce!" The Colonel shuddered.

"Oh, she will do her best now you are not well. And when
you are able to get out of doors, you will be quite hungry
again."

"I have no appetite. None whatever," groaned the Colonel.

"Perhaps a little starving does no harm," hazarded

Dorothea. "If it does not go on too long."

"My dear, you don't know what you are talking about. You
don't understand in the least. If Mrs. Stirring knew how to
cook—but I have such a sense of emptiness. I feel quite ill
for want of food. It is a most distressing sensation."

"He means that he is getting hungry again," thought

Dorothea. "That is a good thing."

But she knew that she must not venture to congratulate

him.

"I dare say it will go off in a day or two, father," she

suggested. "The doctor says you are really pulled down."

"Really pulled down!" The Colonel quite forgot to speak in a

piping voice. "That man is a perfect ignoramus. He knows
no more than an old woman. I have about as much strength
as an infant."

A pause. Dorothea could not assent, and would not

contradict.

"And what we are to do next I cannot imagine. My head will

not stand money affairs. Everything will have to go."

If the Colonel had been a woman, Dorothea would have

suspected sobs as near at hand. Still, she was glad to hear
an allusion to the money difficulty. Anything rather than
persistent silence.

"Father, don't you think it would be a help if you would tell

me all about it?"

"You, my dear! You! Women know nothing about business."

"Perhaps not very much; but I would try to understand. I

would consult somebody, Mr. Mordan, or—"

"No, no! Rubbish and nonsense," said the Colonel, speaking

energetically. "Nothing can be done. I shall be bankrupt.
There's no help for it. I'm done for."

This was not very cheerful, or very good for an invalid.

Dorothea wondered whether she had better turn to some
other subject. Then she heard the postman's rap, and stood
up.

"Where are you going?"

"I'll be back directly, father."

"Mind you are not long," ordered the Colonel.

Dorothea smiled, and stepped away. She had not quite

given up hope of a line from Craye, though expectation was
growing dim; but when the post came she was still on the
alert.

This afternoon, her hopes and expectations were rewarded.

A registered letter was handed in, addressed to herself.
Dorothea signed the receipt, and after a moment's
hesitation went into the dining-room, where she lit a candle.
Yes, there was the Craye postmark! Dorothea's first impulse
was to rush upstairs; but she resisted that impulse, and
opened the envelope.

Within she found another envelope, addressed to her father,

and also a half-sheet of paper written across.

"MY DEAR MISS TRACY,—If you think your

father well enough,
pray give him the enclosed. It may do him good
by enabling him
to meet the difficulties you mention."

"I am very glad you wrote. Will not you and

your father come
to see us here?—Yours sincerely,"
"J.
ERSKINE."

Enable Colonel Tracy to meet his difficulties? What could it

mean?

Dorothea flew upstairs, for once forgetting to move softly.

She threw open the drawing-room door, with glowing
cheeks.

"O father—"

"My dear, I thought you were never coming," said the

Colonel fretfully. "Pray don't fluster me. I really am not
equal—Do shut the door, there is such a draught from
downstairs. I am quite chilly, and—what? Who is this from?"

"Your old friend, Colonel Erskine."

Dorothea clasped her hands with eager excitement and self-
restraint. She longed to tear the envelope open; but Colonel
Tracy turned it round dubiously.

"I suppose he thinks the Christmas card ought to have

gone; I forgot it, of course. A man cannot remember things
when he is ill."

"I sent it—a few days ago."

"You did!"

"Yes,—I found it by accident. Was I wrong? I had to go to

your desk one day,—don't you remember?—and the card
was there. I didn't like to bother you with questions, and
Colonel Erskine's address I happened to know already, so I
just sent it off, with a note explaining why it had not gone
sooner."

"How did this come? It has no stamp."

"Enclosed in an envelope to me, to be given to you, if you

should be well enough."

Colonel Tracy made way slowly into the envelope, pulled out
what was within, and jumped as if he had received an
electric shock.

"What!" he shouted, in a voice which penetrated to kitchen

regions, and made Mrs. Stirring palpitate.

Dorothea was rather alarmed. "Yes, father?" she said

inquiringly.

"What!" repeated the Colonel as loudly as before; and he

held up before his daughter's astonished eyes a cheque for
one thousand pounds.
"Oh!" she exclaimed.

The Colonel sat and stared—first at the cheque, then at the

overjoyed Dorothea.

"Erskine!" he uttered at length.

"There is a letter! Won't you read it?" begged Dorothea. "Do

see what he says."

Colonel Tracy obeyed the suggestion. His face had regained

its usual colouring, and his eyes stared still in blank
bewilderment. He read the letter solemnly through, once,
twice, thrice, without a word, though not without some
suspicious twitches about his nose and mouth.

Did he mean to read it a fourth time? Dorothea could not

stand that.

"Do tell me! What does it mean? What does Colonel Erskine
say?"

Colonel Tracy hesitated an instant, gazing at Dorothea over

the top of the sheet. Then he put it into her hand. It ran as
follows:

"DEAR TRACY,—Your daughter tells me that

you are ill, and speaks
of difficulties. Will you pardon me for venturing
to send the
enclosed, and accept it for old friendship's
sake? It may help
to put things straight; and I have enough and
to spare besides.
I know—I feel sure—you will not distress me by
a refusal."
 "The card has reached me late this year, and I
shall not send
it to you again. From this time, I shall keep it as
one of my
greatest treasures.—Believe me, always and
ever, your old friend
and comrade,"
"J.
ERSKINE."

Dorothea's eyeglasses were wet before she reached the

end. "O, what a man he must be!" she said.

"Well, yes, he always was a fine fellow. But I say—I don't

like to be under this sort of obligation," said the Colonel,
fingering the thousand pound note, frowning, and sitting
bolt upright, quite forgetful of his extreme weakness.

"What do obligations matter? It only means that we shall

love him, and be grateful. Father, you can't really hesitate.
You couldn't, couldn't refuse! It would grieve him so terribly.
And now you will be friends again, just as you were years
and years ago. Think how delightful that will be! I do think
it is quite lovely of Colonel Erskine!"

Dorothea dropped her face on her father's knee, and about

equally surprised herself and him by an uncontrollable sob.

"Hallo!"

"I didn't mean—I'm not going to be stupid," said Dorothea,

starting up, and trying to smile through her tears. "Only it is
such a comfort to feel that you can pay that nine hundred
pounds; and I can't tell you how I do admire dear old
Colonel Erskine."
"Old! He's not old. Not two years my senior."

"Well, then,—that dear middle-aged Colonel Erskine,"

responded Dorothea, with a joyous but rather choky laugh.
"Father, you'll write to him now—directly—won't you? And
tell him how very very grateful you are."

"I—really, my dear,—I don't quite know that I am equal to

the exertion," said the Colonel, suddenly recalling his invalid
condition. He leant back, and laid a hand across his
forehead in the most approved style of requesting
sympathy. "I really think I must depute you—"

"O no, that would not do at all. I'll write, too, but you must
send a line," urged Dorothea gently, but with decision. "It
would never do. And, father, you will write warmly, won't
you? I'm sure he deserves it. See, I'm going to get your
writing-case, and bring the little table to your side. And I'll
write my letter at the same time."

The Colonel gave in, though not without a protesting groan.

Dorothea accomplished her share of the thanks eagerly and
fast, scarcely hesitating a moment for a word; and when
she had finished, she was surprised to see Colonel Tracey
still nibbling his pen-holder, while a clean sheet lay before
him.

"Why, father, not begun yet!"

"My dear, I really think—"

"It won't take you a minute when once you are started.
When you have done you shall see what I have said,"
Dorothea added, as if offering a reward.

Thus pressed, the Colonel did at length put pen to paper,

and actually achieved a very tolerable composition, not